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col-wideJob Description:
Customer Experience Professional (Global Flexible Location)
At Dormer Pramet, our purpose is to build on the company's heritage and success to innovate our way into the future. By keeping a long-term focus in everything we do, we can support our ambitions to grow manufacturing and prosperity for all. This brings jobs, with opportunities for both growth and security. It is what we care for, and what makes us go that extra mile
We share our deep knowledge and experience to build great relationships, not just with industry partners, but with employees and the community. We focus on improving the environment we work in and believe that everyone should feel empowered to deliver success. In return, we promise a rewarding career with flexible working options, excellent opportunities for development and progression.
Does this seem like something you want to be a part of ?
We are looking for our Customer Experience Professional (Global Flexible location), someone who is eager to support our growth ambitions and would like to play a key role in the Communications & Branding Team.
This is a great opportunity for a driven professional who wants to take a key role by leading and improving the overall customer experience and customer satisfaction across all different customer touchpoints.
A crucial part of the role is the strong collaboration with all functions within Dormer Pramet, and with Sandvik Group and Sandvik Machining Solutions to safeguard and leverage company brand(s) and company reputation.
Key Performance Areas
- Identify detailed customer profiles
- Map out potential customer journeys: you will bring expertise in user journey planning - analyze data to predict behaviors, needs, and preferences of target customers and ensure successful management of the end-to-end implementation of user journeys
- Identify and prioritize relevant customer touchpoints across the pre-defined customer journeys (presales - fairs, catalogs, web, pr, social) and customer life cycle (after-sales - customer service, sales visits, packaging), and set a methodology to continuously measure them, get the customer feedback, and support the functions identifying actionable insights to improve the overall customer experience
- Utilize the CRM Customer Voice tool to automate data gathering from customers based on different functional needs
- Collect all data and co-create a dashboard with all data points so the organization can visualize the real-time status of CX and create cross function action plan to continuously improve customer experience
- Integrate both internal & external insights: you will collect customer data and information from many different channels (sales team feedback, social media, market research, market trends, NPS scores, etc) to augment and enhance the customer experience and take this into account enabling you to develop improved journey designs anchored in these learnings. This insight will enable independent evaluation of cross-channel experience and overview of the whole journey.
About You
We're looking for someone who has proven strong organizational skills in previous assignments in a truly global setting. You're both a planner and a doer, with a positive attitude and a natural talent for networking and communicating with people from different cultures and settings. You enjoy working in an ever-changing environment.
**Profile**:
- University degree with a specialization in Marketing, Communications, or similar.
- Ability to think strategically.
- Experience developing brand profiles in a customer-facing marketing/communications environment.
- Excellent communication & interpersonal skills to effectively deal with various levels of management, internationally distributed colleagues, and external stakeholders.
- Project management expertise to be able to drive multiple activities at once.
- A high level of accuracy and attention to detail.
- A strong team player and lateral thinker, comfortable working collaboratively, virtually, and independently.
- Analytical and problem-solving mindset.
- Strong digital and creative skills, delivering professional and polished end products and presentations, working with tools in an Office 365 environment.
- Excellent communication skills in English.
This position reports to - Vice President Communications & Branding, Dormer Pramet.
Location is Global Flexible. Since we are a global business, travel will be a natural part of the role, as well efficient digital collaboration across time zones.
About us
Dormer Pramet is a global manufacturer and supplier of tools for the metal cutting industry, and we have a truly international presence with four production units and sales offices in 20 countries. Our skills and products solve engineering challenges across many industry sectors - including maintenance and repair operations, as well as general engineering through to heavy machining, railway and airframe assembly.
Customer Focus, Innovation, Fair Play and Pas
